SERVICE COMPLAINT

CUSTOMER SATISFACTION SURVEY

1.

How did you access information about how to make a complaint to

Birmingham City Council?
If other, please specify:

Website
Telephone
Visit
Other

2.

Did you find it easy to make us aware of your complaint?

2a.

If you found it difficult, what difficulties did you experience?

3.

Did you receive an acknowledgement letter within 2 working days of

our receipt of your complaint?

Yes
No

4.

Did your acknowledgement letter provide you with information about

who was investigating your complaint, and their contact details?

Yes
No

5.

If your complaint response took longer than 10 working days did you
receive a holding response?

Yes
No

5a.

If you received a holding response, were you satisfied with the

holding letter and explanation for the delay?

Yes
No

5b.

If you answered No please explain what was wrong. For example: you may have liked to know if we
were awaiting information from a 3rd party.

6. During the complaint process did you have a need to make further
contact with the investigating officer?

Yes. It was very easy

Yes, It was easy
It was satisfactory
No it was difficult

Yes
No

6a.

If you answered yes above please explain why you made contact with the investigating officer :

6b.

If you spoke with your investigating officer, how would you rate their
overall professionalism ?

Very Good
Good
Satisfactory
Poor

7.

IMPORTANT - Even if you disagreed with the outcome of your

complaint, how would you rate the thoroughness of the investigation
into your concerns?

Very Good
Good
Satisfactory
Poor

8.

Overall, how would you rate our handling of your complaint?

Very good
Good
Satisfactory
Poor

9.

Do you have any other comments about our service or suggestions on how we may improve our service
to customers?
Please give details below

Submit by Email

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